Do you have a strong understanding of Collections and Recoveries within consumer credit or retail finance? Our client is seeking an experienced Collections Manager to join their growing organisation on a permanent basis. This is an excellent opportunity to be part of an innovative business delivering forward-thinking credit solutions in Basingstoke, Hampshire.
The Collections Manager will be responsible for managing the end to end collections process delivering a first class service to the customer. The role will also include managing external debt collection agencies and debt sale partners. The Collections Manager will be leading a team of Collections Agents, ensuring strong recoveries metrics are achieved.
This is an office based position working Monday to Friday, 37.5 hours per week.
Key duties:
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Management & oversight of Collections Strategies, external Debt Collection Agencies and Debt Sale partners.
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Resource & capacity management to ensure collections SLAs are achieved
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Dialler management, adapting to inbound/outbound contact rates
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Oversight of collections KPI’s and dashboards, ensuring performance is within appetite
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Drive new initiatives to improve arrears management processes including customer vulnerability and forbearance.
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Managing a team of 6 FTE to deliver good outcomes for those in financial difficulty
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QA and call monitoring of team
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Preparing performance packs and updating senior stakeholders within the business
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Debt sale contract management
Required skills:
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Experience of managing collections team in contact centre environment within Financial Services industry
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Experience of managing multiple DCA and debt purchaser relationships
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Strong knowledge of collections and arrears recoveries processes in relation to consumer credit, and Consumer Duty obligations
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Experience of managing customers in financial difficulty, including vulnerability and forbearance management
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Excellent leadership skills, working with multiple business stakeholders, influencing decisions, and driving projects forward
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Strong ability to identify KPI’s, and help create dashboards to improve performance
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Experience of presenting performance updates and strategies to the Senior Leadership team
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Understanding of complaints management, as well as the Financial Ombudsman Service
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Contract and debt sale tender process management
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Experience in incident management, and forming customer remediation strategies
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Strong communication skills with track record of motivating teams and driving increased productivity